Course #: ENMK0015R

Description

Every law firm makes claims of excellent client service on websites, brochures and proposals but few measure their performance against client opinions. Firms willing to invest time and resources in an effective client feedback program have a powerful tool for demonstrating their commitment to client service and delivering on it. Ongoing client service reviews help firms protect important client relationships, prevent client erosion and identify opportunities. They also provide valuable information including: market research; a greater understanding of client expectations and client preferences; an accurate assessment of firm performance; potential service and performance problems; opportunities for growth in a market or practice area; and competitive intelligence. Most importantly, clients welcome the opportunity to provide feedback and recognize that it is a mutually beneficial process.

This program will provide practical tips for starting an effective client feedback program in your firm that will deliver measurable results.